VP of Customer Success
 

LotLinx, the leading automotive AI-powered digital marketing tool, is experiencing tremendous growth and has an exciting opportunity for a VP of Customer Success. LotLinx provides employees a dynamic work environment that is challenging, team-oriented, and full of passionate people. We offer great incentives to our employees, such as competitive compensation and benefits, flex time off, and career development opportunities. 

Role details

Lead World-class Customer Success Team

• Transition existing account management team into a world-class operation through the implementation of best practices and rigorous activity tracking
• Improve all Key Performance Metrics within account management, including retention, upsells, cross-sells, and reactivations
• Influence customer lifetime value through higher customer satisfaction and engagement
• Learn best practices implemented by others in the industry
• Attract, train, develop and retain high potential individual contributors into team
• Foster collaboration within team and across customer lifecycle

Manage Customer Success Activities

• Onboarding
• Customer Account Strategic Reviews
• Customer Support and Issue Resolution
• Customer Success Management
• Cross-sell / Up-sell
• Advocacy

Measure Effectiveness of Customer Success

• Define operational metrics for team
• Establish system for tracking metrics
• Create cadence for review within team
• Expose subset of metrics to executive team, company and board

Enhance Effectiveness and Efficiency Through Technology

• Support systems
• Customer marketing software
• Reference and advocacy solution
• Customer Success Management platform

Inspire Customer Success Across Company

• Create company-wide culture of Customer Success
• Align with Marketing around marketing to existing clients
• Align with Product around driving product roadmap
• Align with Sales around cross-sell and up-sell and focus on selling with a retention focus
• Align with Finance around measurement and forecasting
• Align with Executive Team around key metrics and objectives
• Drive company-wide definition of ideal customer
• Create company-wide customer feedback loop

Requirements

• 10+ years experience in leading customer-facing organizations 
• Ability to manage influence through persuasion, negotiation, and consensus-building
• Ideally combined background of post-sale and sales experience 
• Strong empathy for customers AND passion for revenue and growth 
• Deep understanding of value drivers in recurring revenue business models 
• Analytical and process-oriented mindset 
• Demonstrated desire for continuous learning and improvement 
• Enthusiastic and creative leader with the ability to inspire others 
• Excellent communication and presentation skills 
• Relevant Bachelor’s degree; preference for Business or related degrees 
  

 About Us

LotLinx is the best in class, AI-powered digital advertising solution for the automotive industry, and Chicago’s fastest-growing company in 2018 as awarded by Crain’s Chicago Business. LotLinx uses advanced machine learning technology to help vehicle sellers analyze shopper data, identify high intent purchasers, and execute inventory-specific digital advertising campaigns.

LotLinx is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

LotLinx is not currently able to offer sponsorship for employment visa status.